Remote VoIP Support Engineer: SIP & Call Quality Specialist

Rippling, Inc.; Colombia; A distancia; COP 33.480.000 - 66.960.000; Jornada completa

Descripción de la vacante

Broadvoice is seeking a Technical Support Specialist with VoIP knowledge and SIP trunking troubleshooting experience to help mid‑market clients via phone, chat, and email. You’ll resolve complex issues around call flow, SIP signaling, and voice service performance in a fast‑paced, customer‑facing role.

Strong problem‑solving and collaboration are essential for success. Join a remote‑first culture that values continuous learning, documented processes, and a team that supports your growth while

Formación

• Strong English communication skills (written, verbal, and in live customer interactions).
• Previous experience in a technical support role in a VoIP, telecom, or unified communications setting is preferred.
• Understanding of network fundamentals and basic IT concepts.

Responsabilidades

• Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support.
• Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments.
• Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments.
• Accurately document and track issues using our internal ticketing system.
• Identify and elevate bugs or defects; document feature requests to help improve our product ecosystem.
• Create and contribute to knowledge base documentation and support the enablement of peers with up‑to‑date technical info.
• Communicate real‑time insights with your team through collaboration tools like chat and internal channels.
• Actively grow your technical knowledge with training, manuals, industry publications, and hands‑on experience.
• Take on additional duties and special projects as assigned.

Conocimientos

VoIP knowledge

SIP trunking

English communication

Time management

Customer support

Herramientas

Diagnostic tools

Ticketing systems

Descripción del empleo

Broadvoice is seeking a Technical Support Specialist with VoIP knowledge and SIP trunking troubleshooting experience to help mid‑market clients via phone, chat, and email. You’ll resolve complex issues around call flow, SIP signaling, and voice service performance in a fast‑paced, customer‑facing role.

Strong problem‑solving and collaboration are essential for success. Join a remote‑first culture that values continuous learning, documented processes, and a team that supports your growth while